Aunkar Ankit
Team Leader
New Delhi
Summary
Experienced professional with a strong background in team and quality management, hotel and car vendor management, process management, and training and development. Proven ability to effectively lead teams and ensure high levels of customer satisfaction (CSAT). Skilled in business administration and management, with a focus on people management. Committed to driving results and continuously improving processes to achieve organizational goals.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Team Manager, Sales Operations
Fareportal India Pvt. Ltd.
New Delhi
10.2019 - Current
- Company Overview: Cheapoair/Onetravel
- Enhanced team’s quality of response when responding to customers/stakeholders by building a framework about the various soft skill training needs
- Managed sales Inbound/Outbound Process (Hotel/Car/Transfers/Packages)
- Headed a team of 32 sales agents with 3 Mentors who are liable for Revenue, Conversion, CSAT, Login hours and Attendance
- Organized the existing support process and worked with the internal stakeholders to expand the scope of support
- Maintained high discipline and norm adherence, coordinating with superiors for cross trainees and innovative suggestions to improve operational functioning along with the process.
- Provided effective resolution to customer queries and improving relationships with the customer by anticipating customer future requirements, thereby ensuring a positive customer experience
- Kept a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations
- Monitored overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
- Cheapoair/Onetravel
- Conducted regular performance evaluations, identifying areas of improvement and adjusting training programs accordingly.
- Boosted team performance by implementing efficient sales strategies and techniques.
- Established effective communication channels within the team, ensuring timely updates on market trends and competitor activities.
- Mentored junior team members, fostering a positive work environment that encouraged professional growth.
- Led team to achieve operational excellence through process optimization and strategic planning.
Subject Matter Expert (SME)
Fareportal India Pvt. Ltd.
New Delhi
09.2018 - 03.2019
- Company Overview: Cheapoair/Onetravel
- Cheapoair/Onetravel
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
Education
MBA - Strategic Management
Amity University
Noida 05.2016 - 04.2018
BA - Business Administration And Management
University of Delhi
India 05.2011 - 04.2014
Intermediate - Commerce
Bhartiya Vidya Bhawan
New Delhi, India 05.2009 - 03.2011
Skills
Team Management
Customer Satisfaction (CSAT)
Coaching and mentoring
Stakeholder management
Sales training
Staffing and scheduling
Operations management
Sales leadership
Time management abilities
Leadership development
Personal Information
Date of Birth: 02/28/94
Key Result Areas
- Enhanced team’s quality of response when responding to customers/stakeholders by building a framework about the various soft skill training needs
- Managed sales Inbound/Outbound Process (Hotel/Car/Transfers/Packages)
- Headed a team of 32 sales agents with 3 Mentors who are liable for Revenue, Conversion, CSAT, Login hours and Attendance
- Organized the existing support process and worked with the internal stakeholders to expand the scope of support
- Maintained high discipline and norm adherence, coordinating with superiors for cross trainees and innovative suggestions to improve operational functioning along with the process.
- Provided effective resolution to customer queries and improving relationships with the customer by anticipating customer future requirements, thereby ensuring a positive customer experience
- Kept a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations
- Monitored overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
Certification
Business Analytics with Excel
Timeline
Business Analytics with Excel
01-2022
Team Manager, Sales Operations
Fareportal India Pvt. Ltd.
10.2019 - Current
Subject Matter Expert (SME)
Fareportal India Pvt. Ltd.
09.2018 - 03.2019
MBA - Strategic Management
Amity University
05.2016 - 04.2018
BA - Business Administration And Management
University of Delhi
05.2011 - 04.2014
Intermediate - Commerce
Bhartiya Vidya Bhawan
05.2009 - 03.2011